Evolving Customer Self-Service - From Modern IVR to Digital Self-Service

‘Let me do it’ consumers want to get things done at their convenience – dictating the ‘when, where and how’ of communicating with organizations.

Give consumers the power of personalized, continuous, context-aware dialogs across channels (IVR, Messaging/Chatbot, Mobile, Web) and interactions (informational and transactional), even when moving from self-service to live agent assistance.

The Time is Now - Re-imagine Self-Service

It is time to rethink self-service, to reshape it from frustrating ‘press 1’ IVR experiences to refreshingly easy and frictionless interactions that cross modern forms of interactive voice response like Visual IVR and Amazon Echo to a host of digital self-services options, from Facebook Messenger and automated chatbots to special-purpose disposable web apps.

Business Benefits

Self-Service Delivers Powerful Business Benefits

By delivering cohesive service across multiple channels, companies can both enhance their image and the overall customer experience – resulting in higher CSAT (Customer Satisfaction) and NPS (Net Promoter Score) ratings down the road.

Analysts estimate that IVR calls are one-tenth the cost of live agent phone calls. Automated messaging and SMS service can even further reduce cost. Smart prequalification and authentication can further reduce AHT (Average Handling Time) and increase FCR (First Contact Resolution).

Utilize outbound notifications to deliver actionable reminders that enable customers to perform transactions such as confirm a scheduled appointment or pay a past-due bill. Integrate with our available APIs to utilize voice biometrics, location-based services and more to make processes like validation and verification even more seamless and secure.

Over 2,000 Happy Customers

“One of the greatest advantages to switching to Aspect CXP Pro is the back-end manageability. We now have a nimble environment where we can make changes and create and run new promotions without extensive development costs. These promotions have resulted in increased revenue for the state and improved player engagement.” - Joyce Mason, IT System Administrator, Idaho Lottery